12-10-2011 06:54 AM - edited 03-14-2019 09:01 AM
Hello,
Silent Monitoring is not working for one agent, I reinstalled the CTIOS agent desktop three times and still not working. I had him use another computer with the same phone and still not working. It has Realtek PCIe NIC card installed and its HP compaq dx2400 computer. Can it be something on the phone that needs to be configured or something I need to configure in AW for his profile?
12-10-2011 01:15 PM
try this user with a working PC and IP Phone
If not work, then there is a issue with the user conf
check if this user is added to the voice monitor profile server
Regards
Haitham
12-10-2011 07:11 PM
Which server is the voice monitor profile server, is it the AW server and where should I check. Keep in mind the user is able to receice calls but we cannot do silent monitoring.
12-16-2011 10:40 AM
Two things:
For #2, you can resolve by copying c:\windows\syswow64\drivers\spcd.sys to c:\windows\system32\drivers\spcd.sys on the machine of the person you're trying to monitor. I'm waiting on a bug ID for this one, as I actually found it while on with TAC to troubleshoot it.
12-17-2011 04:15 PM
Its a windows XP computer.
12-17-2011 08:06 PM
ok, the usual suspects we've found are:
Can you confirm which monitoring strategy you're using? VOIP Monitor Server would require port spanning/traffic mirroring on the LAN, whilst the recommended approach of software-based monitoring does not.
If you could provide more info on the setup, and whether this worked before or not, that'd be helpful.
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